Vendor Partnerships Manager, Customer Success

  • San Francisco, CA
  • Employees can work remotely
  • Full-time
  • Alternate Location: New York, United States

Company Description

Square builds common business tools in unconventional ways so more people can start, run, and grow their businesses. When Square started, it was difficult and expensive (or just plain impossible) for some businesses to take credit cards. Square made credit card payments possible for all by turning a mobile phone into a credit card reader. Since then Square has been building an entire business toolkit of both hardware and software products including Square Capital, Square Terminal, Square Payroll, and more. We’re working to find new and better ways to help businesses succeed on their own terms—and we’re looking for people like you to help shape tomorrow at Square.

Job Description

We’re looking for a Vendor Partnerships Manager to build and maintain world-class provider partnerships across our global operations network on the BPO team.

You will be responsible for collaborating cross functionally with internal and external stakeholders to manage and drive KPIs and performance of our partners.  You are passionate about delivering exceptional customer service, leading creative solutions to issues, and coaching individuals and teams to reach their full potential.

 

You will:

  • Manage Business Process Outsourcing (BPO)/Shared Services Vendor day to day activities, including monitoring and reporting metrics such as productivity and quality, resolving service issues and escalating as necessary

  • Monitor daily workflow and volume, while ensuring Vendor is maintaining department service levels and standards

  • Monitor phone calls, chats, emails for quality and coaching opportunities

  • Identify training gaps and partner with L&P to help improve curriculum

  • Respond and address ad hoc request for process related operational issues

  • Partner with analytics and engineering to address open issues

  • Participate in and manage projects (as needed), document process flows, and ensure the proper execution of controls 

  • Provide excellent customer service to suppliers and internal stakeholders by resolving questions and issues quickly and accurately

  • Manage through data and utilize internal KPIs to drive performance

  • Partner with business stakeholders and participate in Daily/Weekly/Monthly mechanisms - Understand day to day activities and challenges and represented the Vendor as an integral part of the business

    • Examples of mechanisms are:

      • Team Meetings

      • Daily/Weekly standups

      • Call monitoring and calibration   

      • Network performance reviews

Qualifications

You Have:

  • A BA/BS degree or related experience

  • 2 + years of work experience in outsourced partner operations, ideally in a global - offshore location

  • 5 + years of relevant CS operations work experience with 2+ years of multi-tier (managing leaders) people management experience

  • The ability to effectively influence and communicate cross-functionally and excellent written and verbal communication skills

  • Creative problem-solving abilities and expertise in balancing and articulating trade-offs 

  • Utilize deep product and industry knowledge while serving as a cross-functional leader

  • Intermediate or higher Excel and/or GSuites Skills (e.g. vlookups, pivot tables, sumproduct/sumifs functions, etc.)

  • Excellent interpersonal skills and integrity with strong customer service skills

Additional Information

At Square, we value diversity and always treat all employees and job applicants based on merit, qualifications, competence, and talent. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. We will consider for employment qualified applicants with criminal histories in a manner consistent with the requirements of the San Francisco Fair Chance Ordinance. Applicants in need of special assistance or accommodation during the interview process or in accessing our website may contact us by sending an email to assistance(at)squareup.com. We will treat your request as confidentially as possible. In your email, please include your name and preferred method of contact, and we will respond as soon as possible.

Perks

At Square, we want you to be well and thrive. Our global benefits package includes:
  • Healthcare coverage
  • Retirement Plans
  • Employee Stock Purchase Program
  • Wellness perks
  • Paid parental leave
  • Paid time off
  • Learning and Development resources